高考英语二轮阅读理解限时训练精品题7及答案.docx
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高考英语二轮阅读理解限时训练精品题7及答案.docx
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高考英语二轮阅读理解限时训练精品题7及答案
2014高考英语二轮阅读理解限时训练精品题(7)及答案
[文化教育型阅读理解
(二)]
MillionsofpeoplepassthroughthegatesofDisney'sentertainmentparksinCalifornia,FloridaandJapaneachyear.Whatmakestheseplacesanalmostuniversalattraction?
WhatmakesforeignkingsandqueensandotherimportantpeoplewanttovisittheseDisneyparks?
Well,onereasonisthewaythey'retreatedoncetheygetthere.ThepeopleatDisneygooutoftheirwaytoservetheir“guests”,astheyprefertocallthem,andtoseethattheyenjoythemselves.
Allnewemployees,fromvicepresidentstoparttimeworkers,begintheiremploymentbyattendingDisneyUniversityandtaking“Traditions1”.Here,theylearnaboutthecompany'shistory,howitismanagedandwhyitissuccessful.Theyareshownhoweachdepartmentrelatestothewhole.Allemployeesareshownhowtheirpartisimportantinmakingtheparkasuccess.
Afterpassing“Traditions1”,theemployeesgoontomorespecializedtrainingfortheirspecificjobs.Nodetailismissed.Asimplejobliketakingticketsrequiresfoureighthourdaysoftraining.Whenonetickettakerwasaskedwhyittooksomuchtrainingforsuchasimple,ordinaryjob,hereplied,“Whathappensifsomeonewantstoknowwheretherestroomsare,whentheparadestartsorwhatbustotakebacktothecampgrounds?
…Weneedtoknowtheanswersorwheretogetthemquickly.Ourconstantaimistohelpourguestsenjoytheparty.”
EvenDisney'smanagersgetinvolvedinthedailymanagementofthepark.Everyyear,themanagersleavetheirdesksandbusinesssuitsandputonspecialserviceclothes.Forafullweek,thebossessellhotdogsoricecream,taketicketsordrivethemonorail(单轨车),andtakeupanyofthe100jobsthatmaketheentertainmentparkcomealive.Themanagersagreethatthisweekhelpsthemtoseethecompany'sgoalsmoreclearly.
AlltheseeffortstoservethepublicwellhavemadeWaltDisneyProductionsfamous.DisneyisconsideredbymanyasthebestmassserviceproviderinAmericaortheworld.Asonelongtimebusinessobserveroncesaid,“HowDisneytreatspeople,communicateswiththem,andrewardsthem,isinmyviewtheveryreasonforhisfiftyyearsofsuccess…Ihavewatched,verycarefullyandwithgreatrespectandadmiration,thetheoryandpracticeofsellingsatisfactionandservingmillionsofpeopleonadailybasis,successfully.ItiswhatDisneydoesbest.”
1.ThefirstdaytheycometoDisneyparks,allnewemployees________.
A.beginastickettakers
B.mustlearnseveraljobs
C.beginbyreceivingonthejobtraining
D.havealreadyattendedDisneyUniversity
2.ThemaingoaloftheDisneyemployeesisto________.
A.learnallpartsofthebusiness
B.keeptheirimportantguestshappy
C.beabletoanswerallkindsofquestions
D.seethattheirguestsenjoythemselves
3.Eachyear,managerswearspecialserviceclothesandworkintheparkto________.
A.gainabetterviewofthecompany'sobjectives
B.remindthemselvesoftheirbeginningsatDisney
C.setagoodexampleforemployees
D.replaceemployeesonholiday
4.WhichofthefollowingisNOTtrueaccordingtothepassage?
A.ParadesareregularlyheldinDisney'sentertainmentparks.
B.Disneyattractspeoplealmostfromallovertheworld.
C.TouristslearnthehistoryofDisneyinitsentertainmentparks.
D.Disney'smanagersareabletodoalmostallkindsofworkintheDisneyparks.
5.Thispassageismainlyabout________.
A.howDisneyemployeesaretrained
B.thehistoryandtraditionsoftheDisneyenterprises
C.theimportanceDisneyplacesonservingpeoplewell
D.whyDisneyenterprisesmakealotofmoney
【参考答案解析】A
【要点综述】本文主要介绍了迪斯尼公司通过严格的训练管理和优质的服务吸引了来自世界各地的人们。
1.C 从第二段“Allnewemployees,fromvicepresidentstoparttimeworkers,begintheiremploymentbyattendingDisneyUniversityandtaking‘Traditions1'.”和后面所讲述的训练情况可知,每一个新职员必须进行工作培训。
2.D 根据文中第三段最后一句话“Ourconstantaimistohelpourguestsenjoytheparty.”可知,迪斯尼乐园员工的目的是为了让客人过得高兴。
3.A 根据第四段“Everyyear,themanagersleavetheirdesksandbusinesssuitsandputonspecialserviceclothes.”和这一段的最后一句话“Themanagersagreethatthisweekhelpsthemtoseethecompany'sgoalsmoreclearly.”可知,经理们每年穿上特殊的工作服的目的是为了更好地认清迪斯尼乐园的创办目标。
4.C 通读全文可知,选项C是错误的,因为游客到迪斯尼的目的不是为了学习它的历史,而是进行娱乐活动。
5.C 整篇文章主要介绍了迪斯尼公司通过严格的训练管理和优质的服务吸引了来自世界各地的人们。
阅读理解-----(2011·浙江卷,C)
Inthemoreandmorecompetitiveserviceindustry,itisnolongerenoughtopromisecustomersatisfaction.Today,customer“delight”iswhatcommpainesaretryingtoachieveinordertokeepandincreasemarketshare.
Itisacceptedinthemarketingindustry,andconfirmedbyanumberofresearches,thatcustomersreceivinggoodservicewillpromotebusinessbytellingupto12otherpeople;thosetreatedbadlywilltelltheirtalesofwoetoupto20people.Interestingly,80percentofpeoplewhofeeltheircomplaintsarehandledfairlywillstayloyal.
NewchallengesforcustomercarehavecomewhenpeoplecanobtaingoodsandservicesthroughtelephonecallscentersandtheInternet.Forexample,manycompaniesnowhavetoinvest(投资)alotofmoneyininformationtechnologyandstafftraininginordertocopewiththe“phone_rage”—causedbydelaysinansweringcall,beingcutoffinmidconversationorleftwaitingforlongperiods.
“Manypeopledonotliketalkingtomachines,”saysDr,Storey,SeniorlecturerinMarketingatCityUniversityBusinessSchool.“Banks,forexample,encouragestaffatcallcenterstousecustomerdatatoestablishinstantandgoodrelationshipwiththem.Theaimistomakethecustomerfeeltheyknowyouandthatyoucantrustthem—thesortofcomfortablefeelingspeoplehaveduringfacetofacechatswiththeirlocalbranchmanager.”
Recommendedwaysofcreatingcustomerdelightinclude:
underpromisingandoverdelivering(sayingthatarepairwillbecarriedoutwithinfivehours,butgettingitdonewithintwo)replacingafaultyproductimmediately;throwinginagiftvoucher(购物礼券)asanunexpected“thankyou”toregularcustomers;andalwaysreturningcalls,evenwhentheyarecomplaints.
Aimingforcustomerdelightisallverywell,butifservicesdonotreachthehighlevelpromised,disappointmentorworsewillbetheresult.Thiscanbeeasedbyofferinganapologyandanexplanationofwhytheservicedidnotmeetusualstandardswithempathy(forexample,“Iknowhowyoumustfeel”),andpossiblesolutions(replacement,compensationorwhateverfairnesssuggestsbestmeetsthecase).
Airlinesfacesomeofthetoughestchallengesovercustomercare.Fiercecompetitionhasconvincedthemthatdelightingpassengersisanimportantmarketingtool,whilethereisgreatpotentialforcustomerangeroverdelayscausedbyweather,unclaimedluggageandtechnicalproblems.
ForBritishAirwaysstaff,awinningtelephonestyleisconsideredvitalinhandlingthelargevolumeofcallsaboutbookingsandflighttimes.Theyaretrainedtoanswerquickly,withtheirname,jobtitleanda“weareheretohelp”attitude.Thecompanyhasinvestedheavilyininformationtechnologytomakesurethatinformationisavailableinstantlyonscreen.
BritishAirwaysalsosaysitscustomercarepoliciesareappliedwithinthecompanyandstaffaretaughttoregardeachotherascustomersrequiringthehigheststandardsofservice.
Customercareisobviouslyheretostayanditwouldbeafoolishcompanythatusedsloganssuchas“wedoasweplease”.Ontheotherhand,themorecustomersarepromised,thegreatertheriskofdisappointment.
本文阐述了顾客的满意度对企业发展的重要作用。
11.WecanlearnfromParagraph2that________.
A.complainingcustomersarehardtosatisfy
B.unsatisfiedcustomersreceivebetterservice
C.satisfiedcustomerscatchmoreattention
D.welltreatedcustomerspromotebusiness
答案:
D。
推理判断题。
A抱怨中的顾客难以令其满意;B不满意的顾客得到更好的服务;C满意的顾客得到更多的注意;D良好的对待顾客促进企业的发展。
根据信息句“Itisacceptedinthemarketingindustry,andconfirmedbyanumberofresearches,thatcustomersreceivinggoodservicewillpromotebusiness”可以看出D项正确。
12.Thewritermentions“phonerage”(Paragraph3)toshowthat________.
A.customersoftenusephonestoexpresstheiranger
B.peoplestillprefertobuygoodsonline
C.customercarebecomesmoredemanding
D.customersrelyontheirphonestoobtainservices
答案:
C。
细节理解题。
A顾客常常用电话表达自己的愤怒;B人们依然偏爱网上购物;C客户关注更加成为人们的关注;D顾客靠电话得到服务。
根据本段首句“NewchallengesforcustomercarehavecomewhenpeoplecanobtaingoodsandservicesthroughtelephonecallcentersandtheInternet”可知C项正确。
13.Whatdoesthewriterrecommendtocreatecustomerdelight?
A.Callingcustomersregularly.B.Givinga“thankyou”note.
C.Deliveringaquickerservice.D.Promisingmoregifts.
答案:
C。
细节理解题。
A定期给顾客打电话;B给“感谢”便条;C给予快捷服务;D许诺更多的礼物。
根据文中信息“sayingthatarepairwillbecarriedoutwithinfivehours,butgettingitdonewithintwo”和“replacingafaultyproductimmediately”可知C项正确,其他三项曲解了文意。
14.Ifamanagershouldshowhisempathy(Paragraph6),whatwouldheprobablysay?
A.“Iknowhowupsetyoumustbe.”B.“Iappreciateyourunderstanding.”
C.“I'msorryforthedelay.”D.“Iknowit'sourfault.”
答案:
A。
词义猜测题。
A我知道你准是很难过;B我很感激你的理解;C很抱歉,耽误您了;D我知道,这是我们的错。
根据其后信息句“forexample,‘Iknowhowyoumustfeel’”可知A项正确。
15.Customerdelightisimportantforairlinesbecause________.
A.theirtelephonestyleremainsunchanged
B.theyaremorelikelytomeetwithcomplaints
C.theservicescostthemalotofmoney
D.thepoliciescanbeappliedtotheirstaff
答案:
B。
推理判断题。
A他们的电话样式没变;B他们很有可能遇到投诉;C这些服务花费了他们很多钱;D这些政策可以应用到职员身上。
根据文中信息“...delightingpassengersisanimportantmarketingtool,whilethereisgreatpotentialforcustomerangeroverdelayscausedbyweather,unclaimedluggageandtechnicalproblems”.推理可知,航空公司很有可能因为恶劣天气、行李主人不明以及技术等问题导致耽误顾客,以及被投诉,此时使顾客满意是很重要的市场手段。
16.Whichofthefollowingisconveyedinthisarticle?
A.Facetofaceservicecreatescomfortablefeelingsamongcustomers.
B.Companiesthat
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